Diagnosis Evaluation Of Haier’s After-sales Service On Household Appliances

" Twelfth Five-Year Plan" period, China’s home appliance industry will face newdevelopment opportunity, mass will usher in a new round of the rapid escalation of theconsumption structure and product updates, ushered in the rapid popularity of homeappliances in the rural market. At the same time, consumers of technology, quality, variety,service products will be put forward higher requirements. How to improve the technologicallevel and improve product quality at the same time to improve our level of service, providemore substantial value service for the consumer, really solve the consumer any menace fromthe "rear", have important significance to enhance the service level of the entire householdelectrical appliance industry.In this paper, according to the domestic and foreign research status analysis, determinethe idea of writing this article. First of all, the home appliance industry after sale servicesystem were introduced, and the development and current situation of the domestic andforeign household appliance industry after sale service is analyzed in detail, the role of aftersale service in the home electrical appliance industry, the importance of position.Secondly, specific cases combined with Haier Group after sale service, the firstcomprehensive introduction of Haier group obviously five stages of development and aftersale service management system. Then, according to the characteristics of householdelectrical appliance industry after sale service, according to the theory of value and theevaluation theory after sale service, construction of Haier Group after sale service qualityevaluation system, reflect the after sale service through the fifteen level two indexes of fourfirst level indexes after sale service subdivision of the quality standard. Method followed bycombination of AHP and fuzzy comprehensive evaluation to make a comprehensive analysisof the indicators, obtain the overall composite score of each index and Haier after sale servicequality. Detailed introduction of the principle and calculation method of combining AHP andfuzzy comprehensive evaluation.At last, the overall situation of the specific situation of Haier Group after sale serviceand China’s household electrical appliance industry based on the household electricalappliance industry, after sale service and provide corresponding suggestions on theconclusion of household electrical appliances industry prospects. Through the " independentthird party Service Corporation customer service " and " strengthen legislation, qualitystandards " to promote household electrical appliance industry after sale service, so as toachieve a good relationship with clients, realize enterprise value.